Senior Director, Client Success (Healthcare)

TL;DR

Senior Director, Client Success (Healthcare): Leading and scaling the Enterprise Client Success team to manage complex multinational clients with an accent on revenue retention, growth, and AI-driven operational transformation. Focus on optimizing account-to-CSM ratios, driving net revenue retention, and implementing agentic AI workflows for account planning and coaching.

Location: Must be based in the US. This role is exclusively open to candidates in New York, San Francisco/Bay Area, or Seattle. Hybrid model: New York employees are required onsite three days a week (Tue, Wed, Thu); employees in other hub cities must attend local Work Together Days.

Salary: $165,000 – $210,000 per year

Company

Maven is the world's largest virtual clinic for women and families, providing a comprehensive platform for clinical, emotional, and financial support.

What you will do

• Lead, inspire, and mentor a high-performing team of Client Success Managers, fostering a culture of accountability and excellence.
• Own commercial outcomes including Net Revenue Retention (NRR), gross retention, growth, and enrollment targets.
• Lead the AI-native transformation of Client Success operations, implementing agentic workflows for account planning and coaching.
• Manage the full lifecycle of client escalations and serve as the primary external representative for high-level stakeholders.
• Establish operational metrics, KPIs, and regular business reviews to drive team rigor and efficiency.
• Collaborate cross-functionally to leverage customer insights for product and service enhancements.

Requirements

• Active work authorization in the US is required.
• 10+ years of experience in account management or client services within digital health, healthcare, benefits, or regulated SaaS.
• 5+ years of leadership experience managing direct reports, with a track record of hiring and developing talent.
• Experience operating a book of $100M+ ARR with executive accountability for P&L impact.
• Proven experience leading AI-native CS transformations to drive operational efficiency.
• Willingness to travel 30–40% of the time for client and strategy meetings.

Culture & Benefits

• Comprehensive employer-covered health, dental, and insurance plan options.
• 16 weeks of 100% paid parental leave and a new parent stipend.
• 401K matching for US-based employees with immediate vesting.
• Annual professional development stipend and access to a personal career coach.
• Flexible hybrid work model including in-office meals and designated collaboration days.
• Full access to the Maven platform for mental, reproductive, and pediatric health.